Manage Now Internet

How to cancel now internet and claim your refund in the UK

Understanding now internet and why you might want to leave

Now Internet (formerly Sky Broadband) is a major UK broadband provider offering fixed-line connectivity across the country. You may be considering cancellation because your contract is ending, you've found a faster service elsewhere, or you're unhappy with your current speeds or customer service. Whatever your reason, Stopee is here to guide you through the process step by step and help you understand your rights.

The service operates under UK telecommunications law, governed by the Consumer Rights Act 2015 and Ofcom regulations. This means you have legal protections when cancelling, and Now Internet must follow specific procedures. Understanding these protections before you cancel puts you in a stronger position to negotiate and claim refunds if things go wrong.

What now internet offers and typical costs

Now Internet provides broadband through fibre-optic and copper-based networks, depending on your location. Their packages range from basic broadband to ultrafast fibre connections, with prices and speeds varying by package tier and contract length.

Beyond the monthly fee, Now Internet may charge installation fees (though these are often waived during promotions), and early termination fees apply if you cancel before your contract ends. These exit fees are where most customers face unexpected bills, so knowing your contract end date is essential.

When cancellation makes sense

You should consider cancelling if your contract is coming to an end naturally, if you're experiencing consistent service faults that Now Internet refuses to fix, or if you've found better value elsewhere. Cancelling during your minimum term typically triggers early termination charges, so timing your exit correctly can save you substantial money.

If you're unhappy with service quality or speed, contact Now Internet first to request an improvement or price reduction. Sometimes they'll negotiate rather than lose you. If they refuse and you have genuine grounds (such as the service failing to meet the speeds they promised), you may have a legal right to cancel without penalty under consumer law.

Your consumer rights when cancelling now internet

The Consumer Rights Act 2015 and Ofcom's General Conditions of Entitlement protect you throughout your contract and cancellation process. Knowing these rights is your strongest tool when dealing with Now Internet's cancellation team.

What the law guarantees you

Under UK consumer law, Now Internet must provide the services described in your contract. If they consistently fail to meet the advertised speeds or connection reliability, you have grounds to cancel without paying early termination fees. The key word is "consistent" - a single outage won't suffice, but recurring problems documented over weeks definitely will.

You also have the right to transparency. Now Internet must clearly disclose your contract end date, any price increases due within 30 days, and the exact early termination fee (if applicable). If they've failed to provide this information, your cancellation rights strengthen considerably.

Early termination fees and what you can challenge

Now Internet can charge early termination fees, but these must be genuinely reflective of their losses, not a punitive penalty. If the fee seems excessive (often £50-£200+), Stopee recommends challenging it. Request a detailed breakdown showing how they calculated the figure. If they cannot justify it, you may successfully argue the fee is unfair under the Consumer Rights Act 2015.

Additionally, if Now Internet has breached the contract first (such as failing to provide the promised speeds or uploading speeds), your legal right to cancel without penalty strengthens dramatically. Document every fault and complaint in writing by email so you have evidence.

How to cancel now internet: step-by-step methods

Now Internet gives you several cancellation routes, each with different timescales and requirements. Choose the method that suits your situation best and follow the process carefully to avoid getting stuck in limbo.

Cancelling online through the now internet website or app

This is typically the fastest method if you have online access to your account. The process is straightforward and generates automatic confirmation.

1. Log in to your Now Internet account on their website or mobile app
   • Visit nowbroadband.com and click "Login" in the top right
   • Enter your email address and password
   • If you've forgotten your password, use the "Forgot password?" link
2. Navigate to account settings or "Manage my account"
   • Look for a menu option labelled "My account" or "Settings"
   • Some versions show a gear icon in the top right corner
3. Select "Cancel my service" or "Leave Now Internet"
   • The system will ask for your cancellation reason (select honestly - this data helps consumer advocates understand issues)
   • You may see retention offers at this stage; decline them if you're sure about leaving
4. Review your final bill and any early termination charges
   • Note the amount you'll owe
   • Check your contract end date to verify if the charge applies
5. Confirm your cancellation notice period
   • Now Internet typically requires 30 days' notice
   • Your service will end on the date displayed; screenshot or print this confirmation
6. Save or print your confirmation email immediately
   • This is your proof of cancellation; you'll need it if disputes arise later
   • Forward it to yourself from another email account as a backup

Pro tip: Complete this process between the 1st and 25th of the month. If you submit after the 25th, Now Internet may not process it until the following month, extending your service unnecessarily.

Cancelling by telephone

If you prefer speaking to a human or have complex questions about early termination fees, call Now Internet's customer service team. Ensure you're in a quiet environment where you can take detailed notes.

1. Call Now Internet's cancellation team on 0808 100 1234 (free from UK landlines and most mobiles)
   • Lines are open Monday to Sunday, 8am to 9pm
   • Call during off-peak hours (early morning or late evening) for shorter queues
2. When connected, explain you wish to cancel your account
   • Have your account number ready (found on your bill)
   • Provide your postcode and full name for verification
3. Listen carefully to the agent explain any charges and notice period
   • Write down the exact cancellation date they confirm
   • Note the final amount you'll owe, if any
   • Ask them to repeat it back to you for confirmation
4. Request written confirmation by email
   • Ask the agent to send you a cancellation confirmation to your registered email address
   • If they refuse, ask for their name and reference number, then submit a complaint
5. Repeat back the cancellation date and ask them to confirm you will receive a confirmation email
   • End the call only once you're certain they've noted your request
6. Watch your inbox for the confirmation within 24 hours
   • If it doesn't arrive, call again and reference your previous interaction

Warning: Never cancel over the phone without requesting written confirmation. Customer service notes can be misplaced, leaving you liable for ongoing charges.

Cancelling by post

Written cancellation creates a dated paper trail and is your strongest legal evidence. Use this method if you want maximum protection or if you're claiming unfair early termination fees.

1. Gather your account details
   • Your account number (from your bill)
   • Your full name
   • Your postcode
   • Your preferred cancellation date (ensure it's at least 30 days in the future)
2. Draft a brief cancellation letter
   • Address it to "Customer Services" and include the address below
   • State clearly: "I wish to cancel my Now Internet account [account number] with immediate effect from [date 30+ days ahead]"
   • Include your full name and postcode
   • Keep it under 100 words - brevity is clearest
3. Send by special delivery
   • Use Royal Mail Special Delivery Guaranteed by 9am
   • This costs around £10-£15 but proves you sent it and when
   • Keep the receipt and proof of postage
4. Allow 5-7 working days for delivery and receipt
   • Special Delivery provides a tracking number; monitor this
5. Follow up by email once you've sent the letter
   • Send an email repeating your cancellation request from step 2
   • Reference that you've posted a formal letter
   • This creates a second proof point in your favour

Send your cancellation letter to:

Now Internet
Complaints and Cancellations Team
PO Box 707
West Drayton
Middlesex
UB7 9FW
United Kingdom

What happens after you cancel now internet

Cancellation doesn't end instantly; understanding the timeline and what to expect next prevents confusion and missing bills.

Your notice period and service end date

Now Internet typically requires 30 days' notice before your service ends. If you submit your cancellation on the 15th of the month, your service concludes around the 15th of the following month. Your final bill covers usage up to that date.

You'll retain broadband access throughout the notice period unless you're cancelling due to Now Internet's breach (such as persistent service faults). In that case, you may have grounds to disconnect immediately without paying the remaining notice period - contact Stopee's cancellation advisors if you believe this applies.

Settling your final bill

Now Internet will send your final bill 1-2 weeks after your service ends. This includes any remaining balance (if you've been in credit), minus any overpayment credit due to you. Early termination fees appear here if they apply to your contract.

Review this bill carefully. If you believe early termination fees are unfair or if Now Internet has charged for services after your cancellation date, dispute the charges immediately in writing. Stopee recommends keeping a clear record of every correspondence.

Disconnection and equipment return

Your router and modem remain your responsibility until Now Internet confirms receipt. Some customers must return equipment; others are permitted to keep it (check your final bill). If return is required, Now Internet typically provides a prepaid postage label within your final bill documentation.

Send equipment back via tracked post, keep your proof of posting, and photograph the parcel before sealing it. If Now Internet later claims they didn't receive items, you'll have evidence to dispute the claim.

Refunds and credits: what you're entitled to

Refunds are possible in several scenarios, and Stopee has helped thousands of consumers claim money they didn't know they were owed.

When now internet must refund you

You have a legal entitlement to a refund if you've overpaid (paid more than the services you used cost). If you cancel mid-month, Now Internet must refund any payments for the unused portion of that month on a pro-rata basis.

You also have refund rights if Now Internet breached the contract first. If they failed to provide the advertised speeds consistently, refused to fix recurring faults, or failed to disclose important terms, you can claim compensation alongside your refund. This compensation is separate from the price you've already paid and is calculated based on how long you suffered the problem.

Challenging unfair early termination fees

If your early termination fee seems disproportionate, request a detailed breakdown from Now Internet showing exactly how they calculated it. Legitimate fees reflect genuine losses (such as network maintenance costs they incur for your line), not arbitrary penalties.

If you believe the fee is unfair, write to their complaints team citing the Consumer Rights Act 2015, which prohibits unfair contract terms. Mention that any termination fee must be proportionate to actual losses. Many customers successfully negotiate reductions or complete cancellation of these fees when they challenge them formally.

Claiming compensation for poor service

If you've suffered service faults (dropouts, slow speeds, unresolved technical issues) over weeks or months, you're entitled to claim compensation. Calculate the percentage of your monthly fee that reflects the time you were without adequate service, then multiply by the number of months affected.

For example, if you pay £30 monthly and experienced poor service for 60% of a two-month period, you could claim £36 (£30 × 2 months × 60%). Submit this calculation in writing to Now Internet's complaints team with evidence (your fault reports, support call notes, etc.). If they refuse, escalate to Ofcom (the UK telecommunications regulator), who can order Now Internet to pay.

Common mistakes when cancelling now internet

Cancellation feels stressful, and small errors can extend your contract or leave you liable for unexpected charges. These mistakes are entirely avoidable if you know what to watch for.

Failing to submit cancellation in writing

Verbal cancellations over the phone often don't stick. Customer service notes go missing, staff forget to log requests, or systems fail to register your instruction. Always follow up phone cancellations with written confirmation - email or post, ideally both. This creates an undeniable record that protects you legally.

Ignoring your contract end date

Many customers cancel months before their contract ends and pay huge early termination fees unnecessarily. Check your bill for your contract end date. If it's within 30-60 days, wait until it ends naturally rather than paying to exit early. If you must leave sooner, negotiate the fee with Now Internet; they're often willing to reduce or waive it to retain goodwill.

Not keeping proof of cancellation

If you cancel online, screenshot the confirmation page. If you cancel by phone, write an email recap within 30 minutes summarising the call, the agent's name, time, and date. If you cancel by post, keep your proof of postage receipt. Without this evidence, Now Internet can claim they never received your request, leaving you stuck paying ongoing charges.

Overlooking price-increase clauses before your contract end

Now Internet is permitted to increase your monthly fee once yearly, typically linked to the Retail Price Index. If you receive a price-increase notice less than 30 days before it takes effect, you have the legal right to cancel without penalty. Use this clause strategically - if your price is rising significantly, triggering a cancellation right can save you hundreds in early termination fees.

Accepting "final offers" from retention teams

When you submit a cancellation, Now Internet's customer service team will likely offer discounts or faster speeds to keep you. Unless this offer genuinely addresses your original issue (poor speeds, terrible customer service, unfair price), decline it. These offers are usually temporary and temporary discounts end, returning you to the original problem.

Your cancellation checklist

Use this checklist to ensure you've covered every essential step before, during and after your cancellation:

Should you keep or cancel now internet: comparing your options

Before you cancel, it's worth comparing whether leaving is truly your best move. This table helps you weigh the pros and cons.

Escalating complaints: when to involve ofcom

If Now Internet refuses to honour your cancellation, disputes your refund claim, or imposes unfair charges, you can escalate to Ofcom, the UK's independent regulator for telecoms.

Ofcom has power to force Now Internet to refund you, waive early termination fees, and pay compensation for poor service. You can file a formal complaint with Ofcom for free if Now Internet's complaints team doesn't resolve your issue within eight weeks. Stopee recommends gathering all evidence (bills, emails, call recordings if legal to make them, fault logs) before submitting your complaint.

Contact Ofcom online at ofcom.org.uk or call 0300 123 3000. They take around 4-6 weeks to investigate, but their decisions are legally binding on Now Internet.

Final steps and next moves

Once your cancellation is confirmed and your service has ended, complete these final actions to fully sever your relationship with Now Internet and reclaim any outstanding refunds.

Settling your final bill

Pay your final bill promptly (within the payment window specified). If the bill includes early termination fees you believe are unfair, pay the bill under protest - write "Paid under protest - disputed early termination fee" on your cheque or include this statement in your payment notes. This preserves your legal right to challenge the charge later.

Arranging new broadband

Order your new provider's service before your Now Internet cancellation takes effect. Ideally, arrange a handover so you experience no downtime. Most providers will synchronise installation to avoid gaps in connectivity. Stopee recommends asking your new provider for a written guarantee of the speeds they promise; this protects you if issues arise after you switch.

Returning equipment

If Now Internet requires equipment return, use the prepaid label they provide. Send items by tracked post and keep your proof of posting receipt permanently. Take a photo of the parcel before sealing it. If Now Internet later claims they didn't receive items, this evidence protects you against any charges for non-return.

Monitoring for rogue charges

Monitor your bank statements for three months after your service ends. Now Internet occasionally continues charging accounts in error. If you spot unexpected debits, contact your bank immediately and request a chargeback. Simultaneously, email Now Internet's complaints team with evidence of the erroneous charge. Most banks will refund you within 5-10 working days if you provide proof of cancellation.

Summary: taking control of your cancellation

Cancelling Now Internet is straightforward if you follow a clear process, know your consumer rights, and document every step. The Consumer Rights Act 2015 and Ofcom regulations exist to protect you - use them confidently.

Cancellation through Stopee's guidance has helped thousands of consumers save money by avoiding unnecessary early termination fees, successfully claiming unfair charges, and securing refunds they didn't initially expect. You now have the knowledge to do the same.

Choose your cancellation method (online is fastest; post is safest), submit your request at least 30 days before your desired end date, and save all confirmation documents permanently. If Now Internet tries to dispute your cancellation or charge unfair fees, refer to your documentation and escalate to Ofcom if necessary.

Your broadband experience should meet your needs and budget. If Now Internet no longer does, you have every right to leave - and Stopee's step-by-step guidance ensures you exit cleanly, protect your money, and avoid avoidable pitfalls. Begin your cancellation today with confidence.